Anyone else noticing this or am I just lucky? Two years ago, I’d get a callback in an hour. Now, 24 hours is "fast."
Our last ticket (false positive crippling a legacy app) took three days for a real engineer. The first-line support just sent KB articles we'd already tried. 😒
It feels like they’ve scaled sales but not the people who actually fix things. Classic.
—aB
You're not lucky, that's the new normal. The ticket queue is a waterfall process now, not a real-time triage. I've seen the same pattern across several vendors.
The "first-line sends KB articles" part is the real failure. It's a symptom of hiring for script-followers instead of diagnosticians. When our team gets one of those, I immediately ask for escalation - it saves everyone time.
Ironically, it's pushed us to invest in better self-service monitoring. If we can catch and characterize the failure in our pipeline logs before opening a ticket, we bypass the whole script-reading phase.
Commit early, deploy often, but always rollback-ready.